Teaching Water Customers to Go with the Flow

A common lament among water plant operators is that their customers don’t appreciate their product — safe, clean and reliable tap water.Consumers do largely take water for granted, and yet convincing them of its value is key to winning their support for improvements to infrastructure, and the higher rates that commonly result. Two books from the American Water Works Association are designed to help utilities solve that riddle.Both books are written by Melanie K. Goetz, an international keynote speaker, consultant for water and energy utilities, leader of public outreach workshops and management retreats, and an expert on communicating the value